Hello Casino Guru team,

I'm filing this complaint against Spinsy Casino. The reason is the severe delay in payments after I requested several withdrawals totaling €8,800, which corresponds to legitimate winnings obtained without violating any T&Cs.

The casino has approved three withdrawals (a total of €2,100, in record time, according to them), but has left the next 3 under review, and what's worse, they have downgraded me from VIP level 3 to level 1 for no reason, drastically reducing the daily withdrawal limit from €800 to €500, which will force me to make more than a dozen withdrawals to receive my money, if they approve it at all.

It's worth noting that the first three withdrawals were approved on the third day, and I received an email boasting about how quickly they took to process them, saying that this was all due to being a VIP, and encouraging me to keep playing. I appreciated the speed and requested that subsequent withdrawals be processed in the same way. I made it clear that for now, I was opting for responsible gaming, as I'd had a lucky break and didn't intend to continue playing for the time being.

Ta-da! Level downgrade, €500 per day limit, and today I'm on day 6 and they're still giving me the runaround. Clearly, if the first three were approved on day three, I don't understand why they're taking so long now. It's obvious they're doing it on purpose.

I have respected the entire process: I haven't gambled away the remaining funds, I have properly requested my withdrawals, and I haven't received any additional verification requests, which makes me even more unsure about their intentions. Furthermore, they tell me my account doesn't need verification. The casino simply delays payments without any real explanation, changing conditions overnight, and creating a clear situation of player abuse.

I urgently request that the casino:

Please approve pending withdrawals immediately so we can continue processing subsequent withdrawals until all funds are withdrawn.

Ensure that subsequent payments will not be delayed again.

Commit to completing the remaining payment (€6,700) without any further obstacles or tricks.

I will not close this complaint until I have received 100% of the money.

Thank you for your work and for providing a platform that gives players a voice when casinos don't act transparently.

Hola equipo de Casino Guru,

Estoy abriendo esta queja contra el casino Spinsy. El motivo es el grave retraso en los pagos tras haber solicitado varias retiradas por valor total de 8.800?€, los cuales corresponden a ganancias legítimas obtenidas sin violar ningún T&C.

El casino ha aprobado tres retiradas (total de 2.100?€, según ellos en tiempo record), pero ha dejado las siguientes 3 en revisión, y lo que es peor, me han bajado de nivel VIP 3, a nivel 1 sin motivo alguno, reduciendo drásticamente el límite de retirada diaria de 800?€ a 500?€, lo que me obligará a hacer más de una docena de retiradas para recibir mi dinero, si es que lo aprueban.

Cabe destacar que las 3 primeras retiradas fueron aprobadas al tercer día, y recibí un correo electrónico donde alardeaban del poco tiempo que han tardado en procesarlas, que todo eso es por ser VIP y donde me incitaban a seguir jugando. Agradecí la agilidad, y pedí que las siguientes retiradas se efectuaran de la misma forma, dejé claro que por ahora optaba por el juego responsable, ya que había tenido un golpe de suerte y no era mi intención continuar jugando por el momento.

?Tachán! Bajada de nivel, limite de 500€ al día y hoy voy por el 6 día y continúan dándome largas. Claramente si las 3 primeras fueron aprobadas al tercer día no entiendo por qué ahora quieren tardar tanto, es evidente que lo hacen a propósito.

He respetado todo el proceso: no he jugado el dinero restante, he solicitado mis retiradas de forma correcta, y no he recibido ninguna solicitud de verificación adicional, lo cual me genera aún más inseguridad sobre sus intenciones, es más me indican que mi cuenta no necesita verificación. El casino simplemente va dilatando los pagos sin explicación real, cambiando condiciones de la noche a la ma?ana y generando una clara situación de abuso hacia el jugador.

Solicito con urgencia que el casino:

Apruebe inmediatamente las retiradas pendientes, para poder seguir procesando las siguientes hasta conseguir retirar todos los fondos.

Garantice que no se retrasarán de nuevo los siguientes pagos.

Se comprometa a completar el total del pago restante (6.700?€) sin más bloqueos ni tretas.

No cerraré esta queja hasta haber recibido el 100% del dinero.

Gracias por vuestro trabajo y por ofrecer una plataforma que da voz a los jugadores cuando los casinos no actúan de forma transparente.

Dear Tooni94,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Tooni94,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Yesterday, June 4, I received two refunds of €800, and today I received a third refund of €500. After waiting 14 and 15 days.

Right now, I have two withdrawals of €500 each, and I'll make the third tomorrow, since the maximum I can make is three at a time. My concern is that it will take 14/15 days for each withdrawal to be processed, even though I have three pending withdrawals. How long will it take until I receive my full earnings?

I think these deadlines are abusive for players, since it does not state in its terms that winnings can be delayed for so long.

Please keep the complaint open until the full amount is received.

Hola,

Ayer 4/06 recibí dos reintegros de 800€ y hoy el tercero de 500€. Después de 14 y 15 días esperando.

Ahora mismo tengo dos reintegros de 500€ cada uno y ma?ana realizaré el tercero, ya que el máximo que puedo tener son 3 a la vez. Mi preocupación es que si van a tardar 14/15 días cada vez que tenga 3 retiradas pendientes. ?Cuanto tiempo pasará hasta que reciba el total de mis ganancias?

Me parecen plazos abusivos para los jugadores, ya que no pone en sus términos que las ganancias puedan retrasarse tanto tiempo.

Por favor, ruego se mantenga la queja abierta hasta recibir la totalidad del dinero.

Dear Tooni94, do you currently have three pending withdrawals in your account right now? If yes, could you please provide a screenshot showing the details of those pending withdrawals (amounts and dates)?

Could you also let us know how much money you have received so far in total from your winnings?

Good afternoon,

Yes, I currently have 3 pending withdrawals. I've attached photos.

On the other hand, I've received a total of €4,200, so I still have €4,600 to withdraw. Keep in mind that I've been downgraded, and now I can only make withdrawals of up to €500 each, and up to a maximum of 3 at a time. However, since it takes 15 days to pay out, they're dragging their feet and blocking me from making further withdrawal requests. So, based on the calculations, I still have a total of 10 withdrawals left to make. How long will it take for the full amount to be paid to me? Can you help me make it clear that I don't intend to spend it and that they should pay me as soon as possible?

Thank you in advance for your help.

Buenas tardes,

Si, actualmente tengo 3 retiros pendientes. Adjunto fotografías.

Por otro lado, he recibido un total de 4200€ por lo que aún me faltan por retirar 4600€. Hay que tener en cuenta que me degradaron de nivel, y ahora únicamente puedo hacer retiros por un máximo de 500€ cada uno y hasta un máximo de 3 a la vez, pero al tardar 15 días en abonarlo se eternizan y me bloquean el poder continuar solicitando retiradas. Por lo que haciendo cálculos aún me faltan un total de 10 retiradas por hacer. ?Cuanto tiempo tardarán en abonarme todo el dinero? ?Podéis ayudarme a dejarles claro que no pienso gastarlo y que me lo paguen cuanto antes?

Gracias de antemano por vuestra ayuda.

I'm sending screenshots again, I think they didn't all load properly.

Excuse me

Vuelvo a mandar pantallazos, creo que no se cargaron bien todos.

Disculpad

Dear Tooni94, do you have any updates regarding the three withdrawal requests?

Hello,

The 3 withdrawals are still pending... ???????♂?

Hola,

Los 3 retiros continúan pendientes... ???????♂?

Thank you very much, Tooni94, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tooni94,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinsy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Tooni94,

We are truly sorry for the inconvenience. We have forwarded your request to the relevant department and are awaiting an update from them.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

Spinsy team

Good afternoon Casino Guru team,

I've just received payment for the three pending withdrawals. I'm requesting another €500 withdrawal. Tomorrow I'll request another one, and the day after the third, since I can only request one every 24 hours and I'm limited to a maximum withdrawal of €500.

I have a total of seven withdrawals pending until I withdraw all the funds. It's frustrating to me that they're taking so long.

Please, Spinsy Casino, once again, please complete the withdrawals in a timely manner and do not delay them again until my funds are returned.

For my part, I request that the complaint NOT be closed until all pending withdrawals have been completed. The current withdrawal balance is €3,100, divided into 7 future withdrawals.

Buenas tardes equipo de casino Gurú,

Acaban de realizarme el pago de los tres retiros pendientes, vuelvo a solicitar otro retiro de 500€, ma?ana solicitaré otro y pasado el tercero, ya que solo puedo pedir uno cada 24h y estoy limitado a retirar un máximo de 500.

Me quedan un total de 7 retiros pendientes hasta retirar la totalidad de los fondos. Me genera mucha frustración que se retrasen tanto.

Por favor Spinsy casino, ruego una vez más finalicen los retiros en tiempo y forma y no vuelvan a retrasarse, hasta finalizar la devolución de mis fondos.

Por mí parte solicito que la queja NO sea cerrada hasta finalizar todos los retiros pendientes. Actualmente el saldo a retirar es de 3.100€ dividido en 7 retiradas futuras.

Dear Tooni94,

thank you for the update. Please keep us informed when you receive another funds.

I now have three new pending requests. The first one was submitted on Thursday, June 12, so I ask that you pay me within the established deadlines, no later than three business days, that is, by Tuesday, June 17.

Thank you so much

Ya tengo 3 nuevas peticiones pendientes. La primera realizada el jueves 12/06, por lo que pido me abonen dentro de los plazos establecidos como máximo 3 días laborables, es decir, el martes 17/06.

Muchas gracias

Dear Tooni94,

Your pending withdrawals have been scheduled for today.

Best regards,

Spinsy team

Dear Tooni94,

please let us know when you receive your funds.

Good morning,

Received, I am requesting another batch of three starting today with the first.

I inform casino guru that the current withdrawal amount is €1,600.

Thank you so much.

Buenos días,

Recibidos, vuelvo a solicitar otra tanda de tres comenzando hoy con la primera.

Informo a casino guru que actualmente los fondos a retirar son de 1.600 €

Muchas gracias.

Dear Tooni94,

We would kindly like to inform you that you have currently 2 pending withdrawals which were requested on the 16. and 17.06.

Please note that it can take up to 3 working days to complete your request. We will do our best to finalize your payment in the nearest time.

Best regards,

Spinsy team

Good morning,

Today I made my third withdrawal. The first one, made on June 16th, will be three days old tomorrow, June 19th.

Buenos días,

Hoy realicé el tercer retiro. El primero realizado el 16 de junio cumple los tres días ma?ana 19

Good morning,

I remind Spinsy that today is the 3-day deadline.

Buenos días,

Recuerdo a Spinsy que hoy cumple el plazo de 3 días.

Dear Tooni94,

We completely understand that you are eager to receive your winnings as soon as possible. Please rest assured that we are doing everything we can to process the transactions steadily, and we are prioritizing any payments we can to speed things up.

At the moment, the three pending withdrawals on your account are being handled with priority, and we hope to finalize them shortly.

Thank you for your patience and understanding.

Best regards,

Spinsy team

Dear Tooni94,

please keep us informed when you receive your remaining balance.

Withdrawals received,

I made a final withdrawal of €100 on June 20th. I'm waiting to receive it and finalize the process.

Thank you

Retiradas recibidas,

He realizado una ultima retirada el día 20/06 de 100€. A la espera de recibirla y finalizar el proceso.

Gracias

Withdrawal received.

Thanks to the Casino Guru team for giving players a voice!!

Retiro recibido.

Gracias al equipo de casino Gurú por dar voz a los jugadores !!

Dear Tooni94,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

www.kpvfaw.com